Customer Success Manager (CSM) Porto

Customer Success Manager (CSM)
Porto
Porto, Porto District, Portugal

Company Description

Code
Bot empowers organizations to fully leverage their SAP Success
Factors investment by offering tools and documentation that eliminate the need for costly consultants for configuration and testing tasks.

Role Description

This is a
- time remote Customer Success Manager role located in Portugal. The Customer Success Manager will be responsible for maintaining customer satisfaction, analyzing configuration, retaining customers, building relationships, and providing exceptional customer service on a
-
- day basis.

Qualifications

• Manage
  - sales customer relationships with a focus on retention, satisfaction, and growth.
• Guide customers through onboarding and integration of Code
  Bot with their SAP Success
  Factors environment.
• Understand each client’s unique use case and help them derive measurable value through automation.
• Act as the primary escalation point for support issues and coordinate with technical teams to ensure timely resolution.
• Deliver training sessions and walkthroughs for
  - users, HR administrators, and technical staff.
• Conduct regular
  - ins (e. g. , QBRs) to review performance metrics and identify opportunities for improvement.
• Collaborate with product and QA teams to relay customer feedback and influence the product roadmap.
• Maintain deep expertise in the Code
  Bot platform, automation workflows, and SAP Success
  Factors modules.
• Drive contract renewals and identify upsell opportunities in partnership with the sales/account team.
• Contribute to the creation and upkeep of Knowledge Base articles to support client
  - service.
• Maintain accurate and comprehensive records of client interactions, support tickets, and documentation.
• Organize and participate in Customer Roundtables to gather feedback, share product insights, and foster community.
• Willingness to travel for client visits, HR Connect events, User Group Conferences, and industry gatherings.

Required Qualifications:

• 3+ years in a SAP Success
  Factors —preferably with a consulting background.
• Strong familiarity with SAP Success
  Factors , especially modules like Employee Central, Recruiting, or Performance & Goals.
• Excellent communication skills in multiple languages including English (verbal and written). German, Portuguese a plus.
• Proven track record of managing international clients, preferably from the US or EU.
• Strong analytical mindset and the ability to translate technical details into business insights.
• Comfortable with support, and documentation tools (e. g. , Hub
  Spot, Intercom).